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Exception routing defines how unmatched transactions are classified, assigned, and escalated. This guide describes severity classification, assignment rules, SLA tracking, and integrations with external workflow systems.

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Severity classification

Exceptions are automatically classified by severity to prioritize review and resolution.

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Default severity rules

SeverityDefault criteriaSLA
CriticalAmount ≥ 100,000 OR age ≥ 5 days OR regulatory source24 hours
HighAmount ≥ 10,000 OR age ≥ 3 days48 hours
MediumAmount ≥ 1,000 OR age ≥ 1 day72 hours
LowAll other cases5 business days
Severity directly affects SLA deadlines, escalation behavior, and routing priority.

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Customizing severity rules

cURL
curl -X PUT "https://api.matcher.example.com/v1/contexts/ctx_abc123/severity-rules" \
 -H "Authorization: Bearer $TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
   "rules": [
     {
       "severity": "CRITICAL",
       "conditions": {
         "operator": "OR",
         "rules": [
           {
             "field": "amount",
             "operator": ">=",
             "value": 50000
           },
           {
             "field": "age_days",
             "operator": ">=",
             "value": 3
           },
           {
             "field": "source.regulatory",
             "operator": "==",
             "value": true
           }
         ]
       },
       "sla_hours": 12
     },
     {
       "severity": "HIGH",
       "conditions": {
         "operator": "OR",
         "rules": [
           {
             "field": "amount",
             "operator": ">=",
             "value": 10000
           },
           {
             "field": "age_days",
             "operator": ">=",
             "value": 2
           }
         ]
       },
       "sla_hours": 24
     },
     {
       "severity": "MEDIUM",
       "conditions": {
         "operator": "OR",
         "rules": [
           {
             "field": "amount",
             "operator": ">=",
             "value": 1000
           },
           {
             "field": "age_days",
             "operator": ">=",
             "value": 1
           }
         ]
       },
       "sla_hours": 48
     },
     {
       "severity": "LOW",
       "conditions": {
         "default": true
       },
       "sla_hours": 120
     }
   ]
 }'

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Severity condition fields

FieldTypeDescription
amountDecimalTransaction amount
age_daysIntegerDays since exception creation
currencyStringCurrency code
source.typeStringSource type (BANK, LEDGER, etc.)
source.regulatoryBooleanRegulatory source indicator
source.directionStringINTERNAL or EXTERNAL
reasonStringException reason code

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Assignment routing

Assignment routing ensures exceptions reach the appropriate teams automatically.

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Create routing rules

cURL
curl -X POST "https://api.matcher.example.com/v1/contexts/ctx_abc123/routing-rules" \
 -H "Authorization: Bearer $TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
   "rules": [
     {
       "name": "High-Value to Senior Team",
       "priority": 1,
       "conditions": {
         "amount": {
           "operator": ">=",
           "value": 50000
         }
       },
       "action": {
         "assign_to_group": "senior-analysts",
         "notify": [
           "[email protected]"
         ]
       }
     },
     {
       "name": "Bank Exceptions to Treasury",
       "priority": 2,
       "conditions": {
         "source.type": {
           "operator": "==",
           "value": "BANK"
         }
       },
       "action": {
         "assign_to_group": "treasury-team"
       }
     },
     {
       "name": "Regulatory to Compliance",
       "priority": 3,
       "conditions": {
         "source.regulatory": {
           "operator": "==",
           "value": true
         }
       },
       "action": {
         "assign_to_group": "compliance-team",
         "notify": [
           "[email protected]"
         ],
         "escalate_after_hours": 4
       }
     },
     {
       "name": "Default Assignment",
       "priority": 100,
       "conditions": {
         "default": true
       },
       "action": {
         "assign_to_group": "reconciliation-team"
       }
     }
   ]
 }'

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Routing actions

ActionDescription
assign_to_userAssign to a specific user
assign_to_groupAssign to a user group
notifySend notifications
escalate_after_hoursTrigger escalation after a defined delay
create_ticketCreate an external ticket
webhookSend data to a webhook endpoint

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User groups

User groups allow scalable and resilient assignment strategies. Assignment methods:
  • round_robin: Even distribution
  • least_loaded: Assign to the user with the fewest open exceptions
  • random: Random selection
  • all: Notify all group members

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SLA tracking

SLA tracking monitors exception aging and triggers warnings or escalations when thresholds are reached.

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SLA configuration

cURL
curl -X PUT "https://api.matcher.example.com/v1/contexts/ctx_abc123/sla-config" \
 -H "Authorization: Bearer $TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
   "business_hours": {
     "timezone": "America/New_York",
     "schedule": {
       "monday": {
         "start": "09:00",
         "end": "17:00"
       },
       "tuesday": {
         "start": "09:00",
         "end": "17:00"
       },
       "wednesday": {
         "start": "09:00",
         "end": "17:00"
       },
       "thursday": {
         "start": "09:00",
         "end": "17:00"
       },
       "friday": {
         "start": "09:00",
         "end": "17:00"
       }
     },
     "holidays": [
       "2024-01-01",
       "2024-12-25"
     ]
   },
   "escalation_rules": [
     {
       "trigger": "sla_warning",
       "condition": {
         "sla_remaining_percent": 25
       },
       "actions": [
         {
           "type": "notify",
           "recipients": [
             "assigned_user"
           ]
         },
         {
           "type": "notify",
           "recipients": [
             "[email protected]"
           ]
         }
       ]
     },
     {
       "trigger": "sla_breach",
       "condition": {
         "sla_remaining_percent": 0
       },
       "actions": [
         {
           "type": "escalate_severity"
         },
         {
           "type": "notify",
           "recipients": [
             "[email protected]"
           ]
         },
         {
           "type": "reassign",
           "to_group": "escalation-team"
         }
       ]
     }
   ]
 }'

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SLA status values

StatusDescription
ON_TRACKWithin SLA
WARNINGApproaching SLA breach
BREACHEDSLA exceeded
PAUSEDSLA clock temporarily paused

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Pause SLA clock

Use this when waiting for external input: 
curl -X POST "https://api.matcher.example.com/v1/exceptions/exc_001/pause-sla" \
 -H "Authorization: Bearer $TOKEN" \
 -H "Content-Type: application/json" \
 -d '{
   "reason": "Waiting for bank confirmation",
   "expected_resume": "2024-01-20T09:00:00Z"
 }'

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Integrations

Matcher integrates with external systems to support operational workflows.
  • JIRA: Use JIRA to track and resolve exceptions as issues.
  • ServiceNow: Create incidents for regulatory or operational exceptions.
  • Webhooks: Send exception events to custom systems in real time.
All integrations support:
  • Secure authentication
  • Retry and backoff
  • Bidirectional status updates (when enabled)

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Monitoring and analytics

Use routing statistics to evaluate effectiveness:
  • Exception volume by severity
  • SLA breach rates
  • Routing rule distribution
  • Integration success and failure rates

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Best practices

Begin with severity-based routing and expand as patterns emerge.
Group-based routing improves resilience and workload balance.
Align SLA targets with operational capacity.
Always test JIRA, ServiceNow, and webhook integrations in non-production environments.
Configure retries and alerts for critical notification paths.

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Next steps

Resolving exceptions

Resolve exceptions through the API or external systems.

Webhooks & callbacks

Advanced event delivery and callback handling.